At Voxeo's Customer Summit 2010, Matthew Bookspan, Director of Product Managment, explains why there is increased interest in using real-time text channels for communication such as texting/SMS, instant messaging (IM), Twitter and more. He goes on to explain how Voxeo's platform lets you build multi-channel applications and provides a demo. More information at: http://www.voxeo.com/ http://www.voxeo.com/summit2010

1. Real Time Text
SMS, IM, Twitter, and more
Matthew Bookspan, Director of Product Management

2. © Voxeo Corporation

3. Why are you here?

4. To Surf?
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5. Or, Change the World?
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6. So letʼs talk about...

7. Multi-Channel Communication
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8. TXT
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9. © Voxeo Corporation

10. © Voxeo Corporation

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12. © Voxeo Corporation

13. etc.
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14. 10 Years from Now…
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15. Voice
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16. (Voice Self Service)
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17. Why?

18. Kids
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19. Next Generation
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20. Communication
© Voxeo Corporation http://www.flickr.com/photos/ebolasmallpox/3536804299/sizes/o/

21. TXT is Second Nature
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22. But itʼs more than that...

23. The pace of
Communication has
changed
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http://www.flickr.com/photos/goljadkin/1998935482/

24. The call center must change
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25. Because Communication is Changing
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26. Are we going to change with it?
http://www.flickr.com/photos/tavallai/2084954580/
© Voxeo Corporation http://www.flickr.com/photos/eleaf/2536358399/

27. What do we need?

28. Innovation
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29. Simplicity
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30. 30 © Voxeo Corporation

31. Which means…

32. © Voxeo Corporation

33. Examples
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34. A Multi-Channel Customer Portal
 Fast, personalized self-service over a
mobile portal,
 Via an SMS service, or
 A voice portal with touch-tone (DTMF)
or speech recognition
34 © Voxeo Corporation

35. IM Engagement
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36. And More...
 Send real-time alerts
 Monitor customers’ presence
 Create an interactive virtual assistant
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37. What about my existing
phone applications?
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38. © Voxeo Corporation

39. Two Great Tastes
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40. Use Text instead of Audio

41. Your VoiceXML app for the phone...
<?xml version="1.0"?>
<vxml version="2.1”>
<form>
<property name="inputmodes" value="dtmf"/>
<field name="F_1" type=”boolean”>
<prompt>
Hello there! Is a PB and J the best sandwich on
earth?
</prompt>
<filled>
<prompt> you said <value expr="F_1"/>.
I couldn't agree more! </prompt>
</filled>
</field>
</form>
</vxml>
© Voxeo Corporation

42. Your VoiceXML app for SMS...
<?xml version="1.0"?>
<vxml version="2.1”>
<form>
<property name="inputmodes" value="dtmf"/>
<field name="F_1" type=”boolean”>
<prompt>
Hello there! Is a PB and J the best sandwich on
earth?
</prompt>
<filled>
<prompt> you said <value expr="F_1"/>.
I couldn't agree more! </prompt>
</filled>
</field>
</form>
</vxml>
© Voxeo Corporation

43. Your VoiceXML app for Skype...
<?xml version="1.0"?>
<vxml version="2.1”>
<form>
<property name="inputmodes" value="dtmf"/>
<field name="F_1" type=”boolean”>
<prompt>
Hello there! Is a PB and J the best sandwich on
earth?
</prompt>
<filled>
<prompt> you said <value expr="F_1"/>.
I couldn't agree more! </prompt>
</filled>
</field>
</form>
</vxml>
© Voxeo Corporation

44. Your VoiceXML app for AIM...
<?xml version="1.0"?>
<vxml version="2.1”>
<form>
<property name="inputmodes" value="dtmf"/>
<field name="F_1" type=”boolean”>
<prompt>
Hello there! Is a PB and J the best sandwich on
earth?
</prompt>
<filled>
<prompt> you said <value expr="F_1"/>.
I couldn't agree more! </prompt>
</filled>
</field>
</form>
</vxml>
© Voxeo Corporation

45. How do I build it? (Demo Time)
45

46. One more thing...*
* (I am not Steve Jobs)
46

47. Call or SMS this #
+1 (415) 894-9965
47 © Voxeo Corporation

48. Questions?
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